Service Delivery Manager

Planit are world leaders in application testing and quality engineering. We provide solutions that support organisations to deliver high quality systems, applications, and IT architecture.

Planit is now a proud NRI company and part of a global movement to deliver a sustainable and secure future through better Information Technology exchanges. Our team offer expert consultancy, bespoke services, tailored training and unique solutions to complex projects. Specialising in digital quality, Planit have a geographic footprint across many continents, with 1700+ permanent employees and have been recognised in Gartner's Magic Quadrant for Application Testing Services.

Our values and ethos are focused on an intrinsic connection to our people, the awareness of our environment and our pursuit to be better than yesterday. We continue to lead the industry with unrivalled ideas, ability, and a quest to discern paradigms.

About the Role:

The Service Delivery Manager (SDM) works in collaboration with the Account Directors,Account Managers, Onshore Managers and offshore management at Planit to lead and provide support to Delivery teams in the management of programmes and workstreams on an account.

Responsibilities:

Lead & Provide support to Delivery teams in the management of programmes and workstreams

Lead by example, ‘set the tone’, define the future direction aligned to Planit Offshore strategy and build teams to achieve it.

Ensure every programme / workstream has an agreed set of Service Measures and Continuous. Improvement Plans defined with Client Satisfaction at the forefront of our engagements.

Drive the identification and implementation of delivery & operational Continuous Improvement and share learnings across Offshore delivery.

Drive innovation and efficiency across Account(s).

Ensure a single Customer view across Planit, and drive consistency of delivery quality with our teams.

Chair key client facing Service governance meetings.

Ensure accuracy and timeliness of key client facing Service reporting.

Ownership of key Practice Metrics for:

Utilisation

Accuracy of Firm Forecasting

Performance

Service Delivery heat-map

Skills & Experience:

Stay client focused at all time.

Lead and support all Delivery across projects and capabilities on the account.

Ensure all deliverables are of highest quality.

Continuously drive improvements according to agreed strategic roadmaps.

Lead and inspire the teams, identifying areas for improvement and resolving issues where they occur.

Provide support to Account Directors and Account Managers on the account.

Ensure Stakeholders are well informed on progress, issues and risks.

Work closely with offshore management to ensure successful delivery.

Governance trackers across all capabilities are maintained regularly.

Offshore-PMO is informed on all resourcing level changes.

Culture and Benefits:

For the right person we will provide:-

A competitive remuneration package with career pathways within our talent team as we continue to expand globally

An open, flexible hybrid working environment where you can immediately see the impact of your work and delivery towards the business success

All of the tools, software and support you need (we’ve just undergone a migration of our ATS platform with bleeding edge tool /process to enable success)

Benefits including health insurance, Free LinkedIn Learning licences,Training platforms & internet reimbursement among others